基于用户满意度的移动服务优化设计研究

Mobile Service Optimal Design Scheme Based on degree of Customer Satisfaction

摘要:

描述了移动服务设计中如何确定服务要素的优化组合方案问题。为解决该问题,首先,针对用户需求以及移动服务设计要素评价过程中涉及的模糊语言信息,建立了引入模糊集理论的质量功能展开模型,据此得到考虑用户需求的设计要素的权重值；并在此基础上,通过使用Kano模型并依据前景理论的思想来获取服务设计要素满意度；其次,依据获得的满意度值并考虑成本预算等因素,建立了以满意度最大化为目标的优化模型,通过求解该模型可获得移动服务设计的优化方案。最后,通过移动服务优化设计的实际算例,说明了本文所提出方法的可行性和实用性。

Abstract:

In this paper, how to determine the optimal combination of service elements is described in the design of mobile service. To solve this problem, firstly, for the fuzzy evaluation information of the customer demands and service elements, the quality function deployment model is established to calculate the weight of customer demands and service design elements. On this basis, Kano model and Prospect Theory are combined to calculate design elements’ satisfaction. Based on the determined value of satisfaction and considering cost estimates, an optimization model of choosing mobile service elements is built to calculate the maximize satisfaction. Solving the optimization model can determine the elements of mobile services. Finally, a case of service design is given to illustrate the feasibility and practicality of the proposed approach.